Elasticsearch Service Service Level Agreement
Last updated: 2025-10-13 16:31:26
Introduction
This Elasticsearch Service Service Level Agreement takes effect on June 30, 2025.
This Agreement is executed between [Tencent Cloud Computing (Beijing) Co., Ltd.] (hereinafter referred to as "Tencent Cloud") and you regarding your use of the Tencent Cloud Elasticsearch Service. To use the Tencent Cloud Elasticsearch Service (hereinafter referred to as the "Service"), You must read and comply with the Elasticsearch Service Service Level Agreement (hereinafter referred to as "this Agreement" or "SLA"), as well as the Tencent Cloud Service Agreement. This Agreement includes, among others, the terms and definitions of the Service, level indicators of the Service availability and success rate, compensation plan, and disclaimer of liabilities.
Please carefully read and fully understand each and every provision hereof, and the provisions restricting or releasing certain liabilities, or otherwise related to your material rights and interests, are in bold font or underlined or otherwise brought to your special attention. If You have any questions about this Agreement, You can consult Tencent Cloud through the support ticket system.
Please do not purchase the Service unless and until you have fully read, and completely understood and accepted all the terms hereof. By clicking "Agree"/ "Next", or by purchasing or using the Service, or by otherwise accepting this Agreement, whether express or implied, you are deemed to have read, and agreed to be bound by, this Agreement. This Agreement shall then have legal effect on both you and Tencent Cloud, constituting a binding legal document on both parties.
1. Terms and Definitions
1.1 Tencent Cloud Elasticsearch Service (ES)
The Tencent Cloud Elasticsearch Service (ES) is a fully managed cloud-based service for massive data retrieval and analysis. It features a high-performance proprietary core and integrated X-Pack capabilities. Elasticsearch Service allows for easy cluster management through features such as autonomous indexing, storage-compute separation, and cluster inspection. It also supports a serverless mode for maintenance-free, auto-elastic, and on-demand usage. With Elasticsearch Service, you can efficiently build services for information retrieval, log analysis, and operations monitoring. Its unique vector retrieval capability can also assist you in developing AI deep applications based on semantics and images.
The fully managed version of Tencent Cloud Elasticsearch Service offers different product versions, including Standard Edition, Log Enhancement Edition, and AI Search Enhancement Edition. All versions support deployment modes including single availability zone, dual availability zone, and triple availability zone. Dual availability zone and triple availability zone deployments are collectively referred to as multi-availability zone deployment. The specific details shall be subject to the information published on the Tencent Cloud official website.
1.2 Service Month(s)
Service Month(s) means the calendar month(s) within the term of the Service purchased by you. For example, if you purchase the Service for a term of three months starting from March 17, this period will include four Service Months: the first Service Month is from March 17 to March 31; the second Service Month is from April 1 to April 30; the third Service Month is from May 1 to May 31; and the fourth Service Month is from June 1 to June 16. The availability of the Service will be calculated separately for each Service Month.
1.3 Service Downtime
If all attempted connections within one (1) minute to designated instance fail for a continuous period of one (1) minute, that one (1) minute period shall be deemed a period of Service Downtime.
1.4 Total Time of a Service Month Calculated in Minutes
The number of days of the Service Month × 24 (hours) × 60 (minutes).
1.5 Service Downtime Calculated in Minutes within a Service Month
If the Service is unavailable within one (1) minute as described in Section 1.3 above, such one (1) minute shall count towards the Service Downtime of the Service Month. However, if a successful connection to the designated instance is established at any point within that one (1) minute, that one (1) minute will still be counted toward the Service available time of the Service Month.
1.6 Monthly Service Fee
The total service fees you pay for the Service in a Service Month, excluding any portion that has been purchased but not yet consumed. The Monthly Service Fee does not include fees offset by vouchers, coupons, service fee reductions, or other forms of deduction.
2. Service Availability
2.1 Calculation of Service Availability
Service Availability = (1 - Service Downtime Calculated in Minutes within a Service Month / Total Time of a Service Month Calculated in Minutes) × 100%
2.2 Standards of Service Availability
(1) The Service Availability for the standard Elasticsearch Service shall be no less than 99.9%.
(2) Specifically, the Service Availability for the Elasticsearch Service AI Search Enhancement Edition (Multi-availability zone deployment) shall be no less than 99.95%.
You are entitled to the compensation as set forth in Section 3 below if the Service Availability fails to meet the aforementioned standard, excluding circumstance as provided for in the disclaimer of liabilities below.
3. Service Compensation
In respect of this Service, if the Service Availability fails to meet the abovementioned standard, you will be entitled to compensations in accordance with the following terms:
3.1 Standards of Compensation
(1) Compensations will be made in the form of voucher by Tencent Cloud, and you should follow the rules for using the voucher (including the valid term; for details, please refer to the rules of voucher published on Tencent Cloud's official website). You cannot redeem such voucher for cash or request to issue an invoice for such voucher. Such voucher can only be used to purchase the Service by using your Tencent Cloud account. You cannot use the voucher to purchase other services of Tencent Cloud, nor should you give the voucher to a third party for consideration or for free.
(2) If the Service Availability for a Service Month fails to meet the standard, the amount of compensation will be calculated for such month independently, and the aggregate amount shall be no more than the applicable Monthly Service Fee paid by you for such Service Month (the Monthly Service Fee referred herein shall exclude the portion deducted by a voucher or coupons, service fee reductions or other forms of deduction).
For the standard versions of the Elasticsearch Service (all versions except the AI Search Enhancement Edition (Multi-availability zone deployment)), the following compensation standards apply:
Service Availability in a Service Month | Compensation Amount (Voucher) |
Less than 99.9% but ≥99% | 10% of the Monthly Service Fee |
Less than 99% but ≥95% | 25% of the Monthly Service Fee |
Less than 95% | 100% of the Monthly Service Fee |
For the Elasticsearch Service AI Search Enhancement Edition (Multi-availability zone deployment), the following compensation standards apply:
Service Availability in a Service Month | Compensation Amount (Voucher) |
Less than 99.95% but ≥99% | 10% of the Monthly Service Fee |
Less than 99% but ≥95% | 25% of the Monthly Service Fee |
Less than 95% | 100% of the Monthly Service Fee |
3.2 Submission Deadline for Compensation
(1) If the Service Availability standard is not met during any Service Month, you may submit a compensation claim only through the support ticket system under your corresponding account after the fifth (5th) business day of the month immediately following the non-complaint Service Month. After you submit a compensation claim, Tencent Cloud will perform the necessary verification. If there is any dispute over the calculation of the Service Availability for a Service Month, both parties agree that the back-end record of Tencent Cloud shall prevail.
(2) You shall submit a compensation claim no later than the sixtieth (60th) calendar days following the end of the applicable non-complaint Service Month. If you fail to submit a compensation claim within sixty (60) days after the end of the non-compliant Service Month, submit the claim after the sixty (60) days , or submit the claim via a method other than those stipulated in this Agreement, you shall be deemed to have automatically waived your right to claim compensation and any other rights against Tencent Cloud. Tencent Cloud has the right to reject your application for compensation and shall not be liable to provide you with any compensation and remedy.
4. Applicable Exceptions for SLA
If You use the Service under conditions such as public beta, closed beta, invitation testing, free usage, or within a free usage quota, we will still provide the Service according to the functionality described in the product documentation. However, we make no commitment regarding Service Availability or service success rate in these scenarios, and the Service Availability standards and compensation standards of this SLA shall not apply.
5. Disclaimer of Liabilities
Service unavailability caused by any of the following reasons shall not be included in the calculation of Service Downtime period or the scope of Tencent Cloud’s compensation, and Tencent Cloud shall not be held liable to you:
5.1 Service unavailability caused by network, equipment, system, communication line failure, or configuration adjustments outside the scope of Tencent Cloud's owned equipment.
5.2 Service unavailability resulting from the loss or leakage of data, passcodes, passwords, or other credentials due to your improper maintenance or inadequate confidentiality.
5.3 Service Unavailability arising from your negligence or from operations authorized by the client.
5.4 Service unavailability caused by your failure to comply with Tencent Cloud agreements, the Service usage documentation, or Tencent Cloud's usage recommendations to you (e.g., unavailability caused by setting the data replica count to zero (0), or by frequent data read/write and change operations during business overload; caused by not using the Service in accordance with the specifications for Elasticsearch version support, version compatibility, APIs, and other guidelines).
5.5 Service unavailability or Service non-compliance caused by software you installed or other third-party software or configurations not directly operated by Tencent Cloud, such as:
(1) Cluster failure caused by the physical capacity limits of the storage and computing power you selected being insufficient to meet actual usage demands.
(2) Security or stability issues caused by custom plugins you uploaded.
(3) Service unavailability caused by the risk of data loss on local disks, or by local disks or local disk data acting as a startup dependency.
(4) Failures, such as data request failures, caused by potential, undisclosed bugs in the underlying Elasticsearch software.
5.6 Time spent on restarting or forced restarting of the instance during an operation.
5.7 Nodes designated for testing only and not recommended for production environments (e.g., nodes with only two nodes facing split-brain risk, or nodes using configurations like 2 cores and 4 GB) are not covered by this Agreement's guarantee.
5.8 Service unavailability caused by Force Majeure. Force Majeure refers to circumstances that could not have been foreseen by the parties to the Agreement, and whose occurrence and consequences could not have been overcome or avoided, including but not limited to: natural disasters such as floods, hail, tsunamis, typhoons, droughts, fires, etc.; government actions such as the promulgation, adjustment, or change of policies, laws, and regulations by governmental authorities, or the adoption of new measures that prevent the performance of the Agreement; social abnormalities such as riots, diseases, wars, strikes (excluding internal labor disputes between the parties); and other events that could not be foreseen, overcome, or avoided, and which cause a significant impact on one or all parties.
5.9 Service unavailability caused by service anomalies due to the following circumstances:
（1）Changes in basic telecommunication resources, including but not limited to technical adjustments by the telecommunications department, installation, modification, or maintenance of telecommunications network/power resources by the telecommunications/power department, or damage to telecommunications/power lines;
（2）Control actions taken by government authorities or operators;
（3）Congestion, reduced operational efficiency, or hacker activity on the public network; and
（4）Other circumstances not due to the fault of Tencent Cloud, which are beyond Tencent Cloud's control or reasonable foreseeability.
5.10 Server suspension or termination caused by your failure to purchase or pay the Service fees as agreed upon.
5.11 Server suspension or termination caused by your violation of this Agreement or the Tencent Cloud Service Agreement.
5.12 Brief service interruption or suspension caused by Tencent Cloud carrying out "Routine Maintenance" of the Elasticsearch Service, as described in the Tencent Cloud Service Agreement.
5.13 Circumstances where Tencent Cloud may be exempted from liability or compensation, as stated in relevant laws and regulations, related agreements (including the Tencent Cloud Service Agreement and other agreements referenced herein), related rules (including explanations regarding the service content and pricing on relevant official website pages, and the page terms and usage documentation you confirmed during the purchase and use of the Service), or separate rules and instructions released by Tencent Cloud that apply to this Service.
6. Miscellaneous
6.1 The parties hereto acknowledge and agree that, for any losses incurred by you during the course of using the Service due to any breach by Tencent Cloud, the aggregate compensation amount payable by Tencent Cloud shall under no circumstance exceed the total Service Fees you have paid for the corresponding breached Service.If your service term for this Service exceeds twelve (12) months, Tencent Cloud's maximum liability for compensation shall not exceed the total fees you paid to Tencent Cloud for this Service during the twelve (12) months preceding the breach.
6.2 Due to the characteristics of network services, including their timeliness, complexity, and high efficiency, as well as the need to comply with regulatory requirements and policy standards, you agree that Tencent Cloud may modify the terms of this Agreement.You can review the relevant terms of the Agreement in the latest version on the Tencent Cloud official website. If You do not agree to the modifications made by Tencent Cloud to the Agreement, you have the right to stop using the Service. If You continue to use the Service, it indicates that You have fully read, understood, and accepted the modified content, and You will abide by the modified Agreement.
6.3 The descriptions of the Service's content, pricing, and other related matters found on the relevant pages of the Tencent Cloud official website (https://www.tencentcloud.com), as well as the page terms and usage documentation you confirmed and agreed to during the purchase and use of the Service, all constitute an inseparable part of this Agreement. This Agreement serves as an ancillary agreement to the Tencent Cloud Service Agreement and holds equal legal effect. For any matters not stipulated in this Agreement, you must comply with the relevant provisions of the Tencent Cloud Service Agreement. If the terms in this Agreement conflict with or are inconsistent with the terms in the Tencent Cloud Service Agreement, then this Agreement shall prevail, but only to the extent of such conflict or inconsistency.
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